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Home » FAQS


Below are answers to some of the questions we commonly receive at Polaris Care. If these do not answer your question, please get in touch with us and we will be happy to help.

Polaris Care offers a range of services, including but not limited to: assistance with daily activities and community participation; cleaning; gardening; and supported independent living. Please refer to our services page for more details on each service. The delivery of person-centred care is at the heart of everything we do, and we recognise that each participant is different. We would love to tailor our services to suit your needs and achieve your goals, so for a more detailed discussion, please contact us at 0493 428 642.

We only charge up to the benchmark prices approved by the NDIS, which are listed on the NDIS price guide. NDIS regularly updates their prices and issues new price guides, so we also update our prices in line with NDIS price changes. We are happy to consider special discounts; please contact us to discuss your circumstances in more detail.

NDIS plans divide your total funding into different category budgets. Which category of budget the charges will be applied to is dependent on what services you would like to access. For example, supports relating to assistance with daily living and community participation are charged to your core supports. Supports relating to plan management are generally charged to capacity building supports. To find out exactly which category of your plan will be charged, please contact us for a detailed discussion.

Polaris Care has completed and passed the mandatory third-party audit required to finalise NDIS registration and become an NDIS registered provider. As the last step in the NDIS registration process, we are currently waiting for final approval from the NDIS Commission. Even though we are still not registered providers, our quality assurance programs and systems ensure you receive the best care.

If you need more details about how the NDIS funding works and how the Polaris Care team can make a range of different supports available to you from your current NDIS funding, we are happy to meet with you and explain it in detail.

We know things can change, and we want to give that extra flexibility to our participants. You can cancel support by giving us two business days’ notice, and we will not charge you anything. For supports that are more than $1,000 in value, we need five business days’ notice for services to be cancelled.
Our network of skilled staff provides a range of high-quality services in and around Melbourne, Geelong, and surrounding areas.
Quick response and personalised quality services are at the heart of Polaris Care staff. Please contact us to discuss your individual circumstances and support needs, and we can immediately outline timeframes for the start of the services.
Once you get in touch with us via email, phone, or any other way, our client officer will contact you and book a time to meet you personally. This meeting can be at your home, our office, or another place suitable for you. If your support needs are simple and you can provide information over the phone, you can choose not to meet the client officer personally. During the meeting, the client officer will get more details about your support needs and your individual circumstances. The client officer will provide you with any information you may need and help you complete a few forms. This information will then be provided to our scheduling team, and they will start organising support staff for you. A member of the scheduling team or the client officer will then get in touch with confirmation for the start of the services.
Changes to requested shift times or frequencies can be made at any time with enough notice to reorganise support. If you need to update your personal or emergency contact details, this can also be done at any time. The Polaris Care cancellation notice period and rates for services are set in line with NDIS guidelines; this will be discussed at the intake meeting. To discuss your individual circumstances, please contact us with the contact details listed on the
At Polaris Care, we value diversity and pride ourselves on being a diverse and inclusive team. Several of our staff members are fluent in many different languages. Your preference regarding this will be discussed with you during your intake meeting, and Polaris Care will always endeavor to provide staff who meet your preferences from our vast pool of skilled staff members; however, this is subject to the availability of the staff member.
Of course! The benefit of the NDIS is to give people choices and control over how much and how they use their preferred provider. You can choose to replace your current service provider, reduce part of the services from the current provider and replace that part with Polaris Care services, or keep current providers and add additional services from another provider; for example, you can have your favorite cleaner from another provider and request support for shopping or other community activities from Polaris Care.

Supported Independent Living (SIL) is assistance or supervision to help you live as independently as possible. SIL support can provide much-needed assistance with daily tasks but also help you build your skills to allow you to become as independent as possible. At Polaris Care, SIL services can be provided 24/7 in your home, shared accommodation, or in one of our houses located around Melbourne and Geelong. SIL support can include passive overnight support (staff sleep at home in case you need them) as well as active nights if you require assistance throughout the night. You can visit the NDIS site here to find out more about the SIL.

Our trained staff will support you in living your life your way and helping you achieve your goals.

Support coordination is capacity-building support to help participants implement all the supports in their NDIS plan. Support coordinators develop a good understanding of participants support needs and work with them to organise support to help participants achieve their plan goals. There are three levels of support coordination that can be included in your plan. Depending on your plan objectives, individual goals, and circumstances, you may receive funding for one of the following levels of support:

  • Support connection: This support is to build your ability to connect with informal, community, and funded supports, enabling you to get the most out of your plan and pursue your goals.
  • Support coordination: This support will assist you in building the skills you need to understand, implement, and use your plan. A support coordinator will work with you to ensure a mix of supports are used to increase your capacity to maintain relationships, manage service delivery tasks, live more independently, and be included in your community.
  • Specialist support coordination: This is a higher level of support coordination. It is for people whose situations are more complex and who need specialised support. A specialist support coordinator will assist you in managing challenges in your support environment and ensuring consistent delivery of service.

If you are looking for a support coordinator to help you implement your plan, we can provide you with a referral to service providers who do a fantastic job in the coordination of support for participants.

Yes, your preferences will be discussed with our client officer at the initial intake meeting. You can also provide preferences or change them afterwards. If, for any reason, you are not happy with the current staff members working with you, please get in touch with us to discuss. Specific contact details for managers will also be provided at the initial intake meeting. Please note that Polaris Care will always endeavor to provide staff who meet your preferences from our vast pool of skilled staff members; however, this is subject to the availability of the staff member.
Plan management provides support for the financial administration of the plan. Despite the name, plan managers do not manage your whole plan in terms of implementing it, finding you support providers, or regularly checking with your support providers. Support coordination helps you with these aspects of implementing your NDIS plan. Support coordination helps you to understand your plan, find and connect you with providers who can meet your support needs, understand and organise for service agreements and service bookings, work with your plan manager to allocate and block funding, and discuss and resolve any problems with your provider. To discuss your individual circumstances and how our plan management or service coordination services can help you achieve your goals and implement your plan, please contact us at 0493 428 642.
The NDIS (National Disability Insurance Scheme) provides support to eligible people with disabilities. The scheme can also provide early intervention support for eligible people with disabilities or children with developmental delays. For more details on the NDIS, please visit our website page on the NDIS.
If you are aged between 7 and 64 years old, are an Australian citizen or permanent resident, and live with a permanent or significant disability, then you may be eligible for NDIS. How to Apply: Please visit the NDIA website or call the NDIA help desk at 1800 800 110 to find out if you are eligible and how to apply.
We can still provide you with services even if your support is not funded by NDIS. To discuss your circumstances in more detail, please contact us.
Plan managers are not able to arrange or recommend support services without support coordination funding. If you need support coordination funding, we can help you contact the NDIA helpdesk and request funding for support coordination.

We can organise shared day supports and day outs for individuals or groups. Please contact us to discuss your individual requirements so we can see how we can help. We also welcome enquiries from groups.

We value your feedback and take all concerns very seriously. If you are not happy, we want to hear from you. You can expect a prompt response to your concerns as well as an action plan about how we can improve the support we are providing.

You can get in touch with us by calling us on 0493 428 642 or emailing [email protected]. We welcome all feedback and endeavour to address your issues as promptly as possible. If you are already receiving services from us, you can use these contact details or use the specific email address and mobile numbers we have provided for complaint or feedback.

If you need any further details from us, you can get in touch by calling us on 0493 428 642 or emailing us at. If you are already a participant and are receiving services from us, please use the specific email address we have provided to you. For new enquiries, you can also fill out the contact form at [email protected] here, and one of our client officers will get in touch with you as soon as possible.

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